Used to be, customers were often regulars because either perceived switching costs were high or they had no option awareness. That’s not so true anymore, so they’re been abandoning mediocre brands in droves,…

This handy Deskero infographic with data from research firm Software Advice shows the relative usage of chat vs. phone in customer support situations. Clearly there’s a significant part of your customer base interested in…

How does customer experience correlate to stock price? Let’s find out. Over the past few months, talking with friends and colleagues here in Colorado, where Frontier Airlines has a prominent presence,…